I've ordered lots of boards from multiple shapers. I always felt like I was last on the priority list and the overwhelming majority treated me like I didn't matter and was bothering them when I wanted to discuss the board and what would work for me. And multiple times I ended up with a board that wasn't even close to what I asked for.
At this point I'd rather just buy a board off the rack or through craigslist than deal with them.
I've had the same experience. Once you know what you like OTR really does make sense. unless you have a shaper you really like. For all the reasons in this thread.
I see shapers complaining who i know for a fact are unreliable because I've ordered from them personally. They never look inward about why business is slow. it's always someone elses fault.
Also had some really good experiences so it's not all bad.